Job Title: Client Relationship AdvisorJob Location: Ahmedabad, Gujarat, India,Working hours: UK office hours 1:30 PM to 10:00 PM (Monday through Friday)Role Overview- To be responsible for maintaining and delivering the highest possible level of customer service, always delivering above and beyond their expectations.- To ensure that, where possible, all customer enquiries (non-technical) and complaints are resolved to the customer’s satisfaction.- To act as the ‘voice of the customer’ within Client, providing valuable customer insight to the business to drive continual service improvement.- To demonstrate the Client's core values of Personal Responsibility in Delivering Excellence.Key Responsibilities- Manage customer queries, complaints, SLA credits, billing enquiries, and service-related issues.- Take ownership of customer complaints and cases through to resolution, ensuring timely communication, accurate case management, and professional outcomes.- Deliver empathetic, high-quality customer experiences that support customer satisfaction, retention, and advocacy.- Analyse customer feedback and complaint trends to identify root causes and drive continuous improvement initiatives.- Act as the voice of the customer, helping colleagues and stakeholders better understand the customer journey and its impact.- Work collaboratively with other teams to support strong, long-term customer relationships.- Handle customer interactions across phone, email, and written channels, aiming for first-contact resolution wherever possible.- Proactively identify recurring issues, risks, and trends,



escalating where appropriate.- Maintain accurate records and reporting within Salesforce and CRM systems in line with internal processes and governance.- Balance empathy with commercial awareness to deliver fair outcomes for both the customer and the business.Required Skills & Experience- Minimum of 2 years’ experience in a senior Customer Experience, Customer Success, Client Relations, or Complaints Resolution role (or similar).- Experience working within a B2B customer service or relationship management environment.- Proven experience handling customer complaints, complex case management, and customer interactions across phone, email, and written channels.- Experience managing customer cases from investigation through to resolution, ensuring accurate documentation, timely communication, and positive customer outcomes.- Excellent written and verbal communication skills, with the ability to build trust and manage stakeholders effectively.- Solid analytical, problem-solving, and decision-making skills, with the ability to deliver balanced, commercially aware complaint outcomes.- Experience using customer feedback and insight to drive service improvements and enhance customer experience.- A proactive, empathetic, and customer-focused mindset.- Experience using CRM systems (preferably Salesforce) and Microsoft Office applications.Required Skills & Experience- Knowledge of ISO9001, ISO20000, ITIL, or service management best practices.- Experience within telecommunications, MSP, or technical IT service environments.- Experience supporting service delivery, provisioning, or technical customer issues.- Experience contributing to customer retention or customer experience improvement initiatives.

📌 Client Relationship Advisor (Junagadh)
🏢 iConsultera
📍 Junagadh